Social media has truly given the consumer the ability to take charge of the conversation and offer instant feedback to your brand. Immediately visible and actionable by your customer service team, it's important to let customers know you've heard that feedback and are willing to respond, one way or another.
Positive feedback offers your brand a chance to turn casual fans and admirers into full blown fanatics, the people we refer to as "brand evangelists." These superfans aren't simply sharing your latest blog post or video, they're actively touting your organization both online and off, advocating for you, and sending new business your way.
Three good rules of thumb for responding to positive feedback include:
In the social media realm, negative commentary around your brand will happen, whether you are participating in social media or not. By listening carefully to your online community, you'll easily spot customer complaints as they arise and defuse those situations quicker. Three good rules of thumb for engaging with negative feedback include:
Any other best practices for handling both positive and negative feedback on your social media channels? Tell us about them in the comments.